Rubbish service

Hi does anyone know who i can report Talk Talk to so i can get out of my contract ?

I have fibre optic with them but cant watch any movies on love film just keep freezing and ITV player is the same and its driving me mad now

Unless you are taking them to Court, you need to lodge a formal complaint with TT itself before you can report them to anyone, which will be theiir ADR org.

In reply to a post by samsonsky:

Hi does anyone know who i can report Talk Talk to so i can get out of my contract ?

I have fibre optic with them but cant watch any movies on love film just keep freezing and ITV player is the same and its driving me mad now

No quick solution exists ,

1 You have to exhaust or give the isp opportunity to fix the problem within a reasonable timescale , If they fail, then you start by complaining formally ie, send a formal letter of complaint (to sign for) so you can track and prove that it was delivered if still no resolution, then register a complaint with their ADR service ,
once they become involved you should get a resolution to your satisfaction , but to face facts this could take 3 mths or more from start to finish, or it used to do,
Unless you have only had this fttc service for a very short time then the distance and selling regulations would apply, (ie cooling off period)

In reply to a post by tommy45:

In reply to a post by samsonsky:

Hi does anyone know who i can report Talk Talk to so i can get out of my contract ?

I have fibre optic with them but cant watch any movies on love film just keep freezing and ITV player is the same and its driving me mad now

No quick solution exists ,

1 You have to exhaust or give the isp opportunity to fix the problem within a reasonable timescale , If they fail, then you start by complaining formally ie, send a formal letter of complaint (to sign for) so you can track and prove that it was delivered if still no resolution, then register a complaint with their ADR service ,
once they become involved you should get a resolution to your satisfaction , but to face facts this could take 3 mths or more from start to finish, or it used to do,
Unless you have only had this fttc service for a very short time then the distance and selling regulations would apply, (ie cooling off period)

Sick of calling them now i will cancel my direct debit let them cut me of i don't care anymore

In reply to a post by samsonsky:

Sick of calling them now i will cancel my direct debit let them cut me of i don't care anymore

You will when the debt collectors start hounding you.

In reply to a post by XRaySpeX:

In reply to a post by samsonsky:

Sick of calling them now i will cancel my direct debit let them cut me of i don't care anymore

You will when the debt collectors start hounding you.
[/quote


No wont bother me at all

Don't do this. You will get debt collectors calling you at 7am and harassing you.

Also TalkTalk MAY report the missed payments to credit reference agencies which can make it hard to get an overdraft, mortgage, mobile phone contract or credit card. If it sees 3 or more missed payments in a year you generally have problems. Assuming you don't pay TT for a year, that's 12 missed payments showing = major problem.

The issues you are having could be down to the setup. Try troubleshooting & write in via recorded mail.

Edited by ukhardy07 (Thu 15-Nov-12 21:58:25)

Have you tried the TalkTalk members forum, there you may even find others with similar problems

Hi Samsonsky,

Im sorry to hear you are experiencing problems with streaming.

If you join the TalkTalk Members Forum or tweet us @TalkTalkCare we can investigate into this, conduct diagnsotics with you and if necessary raise this to our network teams for further investigation.

Regards

Mark
Online Community Department

In reply to a post by TALKTALK_SUPPORT:

Hi Samsonsky,

Im sorry to hear you are experiencing problems with streaming.

If you join the TalkTalk Members Forum or tweet us @TalkTalkCare we can investigate into this, conduct diagnsotics with you and if necessary raise this to our network teams for further investigation.

Regards

Mark
Online Community Department

Cant see the point just read all the posts on there, lots of people having problems and nothing gets sorted talk talk are a joke

In reply to a post by samsonsky:

In reply to a post by TALKTALK_SUPPORT:

Hi Samsonsky,

Im sorry to hear you are experiencing problems with streaming.

If you join the TalkTalk Members Forum or tweet us @TalkTalkCare we can investigate into this, conduct diagnsotics with you and if necessary raise this to our network teams for further investigation.

Regards

Mark
Online Community Department

Cant see the point just read all the posts on there, lots of people having problems and nothing gets sorted talk talk are a joke

People like you make me laugh, you have a problem, [censored] about it in a forum then when help is offered you throw it back in the TT reps face, it is you who is the joke !


.

In reply to a post by Jack_Hackett:

In reply to a post by samsonsky:

In reply to a post by TALKTALK_SUPPORT:

Hi Samsonsky,

Im sorry to hear you are experiencing problems with streaming.

If you join the TalkTalk Members Forum or tweet us @TalkTalkCare we can investigate into this, conduct diagnsotics with you and if necessary raise this to our network teams for further investigation.

Regards

Mark
Online Community Department

Cant see the point just read all the posts on there, lots of people having problems and nothing gets sorted talk talk are a joke

People like you make me laugh, you have a problem, [censored] about it in a forum then when help is offered you throw it back in the TT reps face, it is you who is the joke !


.

Loll you don't even know the full story i have had help off them and its about as much use as your comment

In reply to a post by samsonsky:

In reply to a post by Jack_Hackett:

In reply to a post by samsonsky:

... nested quotes trimmed ...

Cant see the point just read all the posts on there, lots of people having problems and nothing gets sorted talk talk are a joke

People like you make me laugh, you have a problem, [censored] about it in a forum then when help is offered you throw it back in the TT reps face, it is you who is the joke !


.

Loll you don't even know the full story i have had help off them and its about as much use as your comment

You say you have had help yet you are not a member of the members forum i assume therefore you have been using phone support, phone support has a bad reputation, the forum has an excellent reputation (i used it to sort the problems mentioned earlier) so why not give them a chance to help instead of moaning about how bad support is ?

In reply to a post by Jack_Hackett:

In reply to a post by samsonsky:

In reply to a post by Jack_Hackett:

... nested quotes trimmed ...

People like you make me laugh, you have a problem, [censored] about it in a forum then when help is offered you throw it back in the TT reps face, it is you who is the joke !


.

Loll you don't even know the full story i have had help off them and its about as much use as your comment

You say you have had help yet you are not a member of the members forum i assume therefore you have been using phone support, phone support has a bad reputation, the forum has an excellent reputation (i used it to sort the problems mentioned earlier) so why not give them a chance to help instead of moaning about how bad support is ?

i am just you cant find me because your looking for this user name Loll not replying anymore its getting boring now

Well it look like there is no helping you.
Shut the door on the way out.

i am just you cant find me because your looking for this user name Loll not replying anymore its getting boring now

Believe me i haven't been looking for you and the news you will taking no further part in this thread has made my day.

Which surely is unlawful and is harassment? Yes/No?

Firstly, debt has to be proven to exist. That normally requires a court hearing (right?). If the judge rules that the contract was broken but service still adequately provided, then yes, debt then exists, and the customer is due to pay all debt and extra charges. If that debt remains unpaid, then bailiffs can be instigated.

If, however, it is found that service was not adequately provided, per their contract, then no debt exists, so if they then decide to instigate bailiffs, it is illegal. If it was me, I would then invoke a tacit agreement where I would advise them that I will bill them £100 for every minute (rounded up) I spend having to deal with their bailiffs they have instigated towards me, over debt that has not been proven to exist. Tacit agreements are useful, and very handy.

Sorry, this may not be the way -they- want you to work, but I get so completely run down by companies trampling over customers because they believe they are god, and have leverage to threaten bailiffs and tarnishing someone's credit record. It's a complete joke. Modern society is weighted towards corporations every time and it is not fair at all.

To the original OP, good luck with sorting this out. I suggest if you have nothing to lose regarding your credit record etc and don't mind dealing with bailiffs, cancel the direct debit and let them take you to court over it.

<end of rant>

In reply to a post by mixt:

Which surely is unlawful and is harassment? Yes/No?

No, debt collectors are merely agents of the principal, the creditor, who are just asking for the debt on creditor's behalf, that they believe is owed, to be repaid. As long as their behaviour in doing this is reasonable, then there is no harassment, as in any other walk of life. Resort to the Courts, by either party, might only be required if no agreement is reached.

In this particular case the OP is threatening to stop paying, by cancellation of DD, while service is still being provided. So a debt would come immediately into existence.

Not all disputes end up in Court; they are first attempted to be settled by normal dialogue.

Not all disputes end up in Court; they are first attempted to be settled by normal dialogue.

Obviously, and this is the right thing to be doing.

In this particular case the OP is threatening to stop paying, by cancellation of DD, while service is still being provided. So a debt would come immediately into existence.

Well, here lies the rub. The fact is, service isn't being provided, or rather, not being provided adequately, per the contract that was agreed between the OP and TalkTalk. So why should he continue to pay for a service that isn't being provided?

This is just like the horror stories I have read with mobile phone contracts where customers find the provider cannot provide coverage where they mostly use their mobile (their house is out in sticks somewhere). So even though the mobile company can't provide service to them in that area, they still refuse to acknowledge this problem and so will not let the customer cancel the contract.

As I said, if this was me, I would write to them, recorded delivery, giving them a reasonable amount of time (14 or 30 days, what ever) to rectify the problem. I would also mention in this letter that if issues persist past that time, I will be cancelling my direct debit and that should they then apply charges or bailiffs to my account, I will then bill them £100 for every minute of my time I have to deal with paperwork relating to the issue (which I will record and itemise accordingly). These charges would also be applied on having to deal with invitations to court, and in the case of attending court to address the dispute of why they believe debt is due on a contracted service that hasn't been provided. I would have no issues at all attending court to do this, as long as I was fully confident I was going to win and have them pay for all my expenses and time for addressing the dispute.

Edited by deleted (Sun 18-Nov-12 11:22:53)

TalkTalk have just announced some price increases, which count as a change in T's and C's which means you have a window to cancel your TT contract without exit penalties.

Might be worth checking the dates.

In reply to a post by HTTP404:

TalkTalk have just announced some price increases, which count as a change in T's and C's which means you have a window to cancel your TT contract without exit penalties.

Might be worth checking the dates.

Hi thanks for this, do you know where i can find any info on this ?

Probably phone the general TT help line and follow the auto responses - one of them must be a cancel contract option, you may finish up speaking to the retentions/loyalty team.

0870 444 1820

In reply to a post by HTTP404:

TalkTalk have just announced some price increases, which count as a change in T's and C's which means you have a window to cancel your TT contract without exit penalties.

Not if in line with rate of inflation.,

In reply to a post by mixt:

Which surely is unlawful and is harassment? Yes/No?

Firstly, debt has to be proven to exist. That normally requires a court hearing (right?). If the judge rules that the contract was broken but service still adequately provided, then yes, debt then exists, and the customer is due to pay all debt and extra charges. If that debt remains unpaid, then bailiffs can be instigated.

If, however, it is found that service was not adequately provided, per their contract, then no debt exists, so if they then decide to instigate bailiffs, it is illegal. If it was me, I would then invoke a tacit agreement where I would advise them that I will bill them £100 for every minute (rounded up) I spend having to deal with their bailiffs they have instigated towards me, over debt that has not been proven to exist. Tacit agreements are useful, and very handy.

Sorry, this may not be the way -they- want you to work, but I get so completely run down by companies trampling over customers because they believe they are god, and have leverage to threaten bailiffs and tarnishing someone's credit record. It's a complete joke. Modern society is weighted towards corporations every time and it is not fair at all.

To the original OP, good luck with sorting this out. I suggest if you have nothing to lose regarding your credit record etc and don't mind dealing with bailiffs, cancel the direct debit and let them take you to court over it.

<end of rant>

Thanks for the reply i will cancel and let do what they want i don't mind going to court

And when rest of market is increasing line rental, including Virgin Media who we cannot blame BT too.

Hi samonsky,

If you post on the Members Forum we can arrange for a callback from our Retentions team to discuss any cancellation options with you.

With regards to faults there are timescales necessary for these to be investigated before this is deemed to be a breach of contract.

This is confirmed in both the TalkTalk Product Terms and Conditions and the Supply of Goods and Services Act (1982)

We are mor than happy to investigate into any issues, however this must be done via an officially supported medium of communication.

Regards

Mark
Online Community Department

personally, I'm more interested in fixing the fault. I presume it is FTTC? What sync do you get (is this even viewable with the VDSL modems?) and what about speedtests?

Hi Myth,

As per the last line of my previous post were more than happy to look at the fault. The OP just needs to use one of the support channels for this to be investigated.

If the OP contacts either the Members Forum or Tweets us @TalkTalkCare this will be picked up b the Online Community Department

Regards

Mark
Online Community Department

So butt out!

sorry, but this is also a support channel where we give our time and efforts freely. The more places solutions or good advice exist, the better for the company.

I'm pretty sure Mr Saffron doesn't view this forum as a place to ask for a TT rep to post "register on TTMF" and then that's the end of it.

By all means investigate through the channels that can get action, but also update us here to build knowledge for future troubleshooting and advice. That is, after all, the point of this place

Post deleted by archy121

Maybe I'm making mistake signing up with TT Fibre. hmm

TT OP on here should definitely be more proactive & get the OPS case resolved especially when it is getting TT negative coverage. Advice is pointless at this point.

Not being able to do basics such as watch streaming films on fibre is really not acceptable.
Its something we take for granted & expect it to work. I have a pathetic 3.5Mb adsl at the moment but at least it continues to work. Never ever had to call upon O2 in the few years i have been with them..

My go live date is 18th Dec & i need to be quick & decide if i should back out.
Don't really like what i'm seeing here.

Has the OP got his problem resolved ?

Edited by deleted (Wed 05-Dec-12 15:12:31)

I also am on 3.5mbit, and wouldn't hesitate for a second to go to FTTx if/when it becomes available.

I also agree that normal streaming activities are the core basics of a fibre customer's needs (else why buy it in the first place?).

If you do have similar issues, I'm sure people here or elsewhere can get you fault-found to the specific issue (and to the responsible party)